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gifted_GemstoneB82D
Participant
April 8, 2023
Answered

Poor quality of downloaded resource

  • April 8, 2023
  • 1 reply
  • 572 views

I downloaded a stock item using the last of my credits from a free trial.
The file was so compressed as to make it unuseable.
Does anyone know how to contact support to resolve this.
I spent about 20 minutes going round in circles on the support pages, the tempting "chat to a real person" link at the bottom of this page:
here:   https://helpx.adobe.com/uk/contact/what-contact-options.html
just takes you back to the help page I started on.
https://helpx.adobe.com/uk/contact.html

The item in question was this:
AdobeStock_576705931
Which understandably is demanding in terms of bandwidth - but I thought Adobe would appreciate that.

This topic has been closed for replies.
Correct answer Contributor1

Hello, I see one of the layers in the video background is a little choppy that might be the main issue. I'll send the asset to the content team for review. Following the customer care contact details listed by @Abambo  should be able to resolve the used credits on this. Thank you for the report and sorry for the problem with the asset.

1 reply

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
April 9, 2023

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)



Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.


If in doubt, ask the forum.

 

I've also tagged @Contributor1 who normally checks assets reported and takes appropriate action. However, they cannot add back the credits used. That needs to be done by the support if it can be done.

ABAMBO | Hard- and Software Engineer | Photographer
C
Community Manager
Contributor1Community ManagerCorrect answer
Community Manager
April 10, 2023

Hello, I see one of the layers in the video background is a little choppy that might be the main issue. I'll send the asset to the content team for review. Following the customer care contact details listed by @Abambo  should be able to resolve the used credits on this. Thank you for the report and sorry for the problem with the asset.

G
gifted_GemstoneB82DAuthor
Participant
April 11, 2023

Hello, thanks for the response.  I contacted customer care but their suggestion was that I should pay for a month's subscription and then they would give me credits.  Not really a resolution.
My suspicion is that the problem with the asset is not to do with layers or how it was made - more that the artefacts are due to excessive compression to H264.  Do you think that the asset is available anywhere at higher quality?

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